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Comments

  • Closed Accounts Posts: 22,648 ✭✭✭✭beauf


    I don't think you'll get it until you've personal experience of the issues. Hence the fixation on cancellations and renewals. Endless phones calls that give the customer no record or tracking of the conversation or issue is no way to provide support or resolve issues. It's that obstruction of process that the legislation seeks to address.


  • Closed Accounts Posts: 22,648 ✭✭✭✭beauf


    I have no idea what the regulator does. Or what they have achieved. Companies seem to operate with impunity.


  • Closed Accounts Posts: 6,934 ✭✭✭MarkAnthony


    beauf wrote: »
    I don't think you'll get it until you've personal experience of the issues. Hence the fixation on cancellations and renewals. Endless phones calls that give the customer no record or tracking of the conversation or issue is no way to provide support or resolve issues. It's that obstruction of process that the legislation seeks to address.

    I have daily exposure to it from the otherside. Mistakes happen, waits happen, customers should be able to canx with a simple letter if they wish but many people make a rod for their own back.

    Companies will only offer something if they're on a level playing field.


  • Closed Accounts Posts: 6,934 ✭✭✭MarkAnthony


    beauf wrote: »
    I have no idea what the regulator does. Or what they have achieved. Companies seem to operate with impunity.

    They've managed to impliment a porting service within the Eircom infastructure with no downtime to the customer. They've sucesfully allowed competiton within the broadband market.

    Companies are frequently slapped by comreg, but it's not Judge Judy for every small complaint; thats voting with your feet.


  • Registered Users, Registered Users 2 Posts: 1,445 ✭✭✭sky6


    beauf wrote: »
    I don't think you'll get it until you've personal experience of the issues. Hence the fixation on cancellations and renewals. Endless phones calls that give the customer no record or tracking of the conversation or issue is no way to provide support or resolve issues. It's that obstruction of process that the legislation seeks to address.

    I totally agree with you. Also if they record your conversation then they should have to supply a copy on request.


  • Registered Users, Registered Users 2 Posts: 6,920 ✭✭✭billy few mates


    sky6 wrote: »
    I totally agree with you. Also if they record your conversation then they should have to supply a copy on request.

    I've done this twice in the past, I asked the person on the end of the line for a transcript of the recording that they told me was being made at the start of the call. On one occasion I was told I couldn't have it, I told them I would then like them to acknowledge my request in writing and their reason for refusal, and they transferred me over to a supervisor. I chanced my arm and said that they were legally obliged to provide me with a copy under the terms of the data protection act, after a few minutes on hold they resolved the original dispute by giving me what I was asking for...
    On the second occasion I was disputing a charge I was being asked to pay, they also refused to provide me with a copy I told them I wouldn't pay the charge until they provided the transcript and that if they wanted to go to court I would use their refusal as the basis of my defence. They decided to waive the charge.... :)


  • Closed Accounts Posts: 22,648 ✭✭✭✭beauf


    I was asked to request it in writing and pay a fee. Which I did. Then they sent out a huge form to fill in as they don't except a hand written request. I got nowhere with it.

    You can only assume the only reason to deal with customers in such a inconsistent and inconvenient way is either ineptitude or so customers cant compare their prices.

    I still don't understand why there isn't one price for the same services. It's like haggling with a street trader in a market.


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